Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
SERVICE LEVEL AGREEMENT-(SLA)<br />Severity LevelIncidents/Probs    DescriptionResponse time to begin working issueResolut...
Sla
Upcoming SlideShare
Loading in …5
×

Sla

476 views

Published on

Service Level Agreement Manual.

  • Be the first to comment

  • Be the first to like this

Sla

  1. 1. SERVICE LEVEL AGREEMENT-(SLA)<br />Severity LevelIncidents/Probs DescriptionResponse time to begin working issueResolution/ MitigationStatus UpdatesComplianceSeverity 1 Incidents Entire System Unavailable or at risk of becoming unavailable. To such an extent that AFG is not able to conduct day-to-day business activities 30 Min 4 -6 hours 1 hours 95% Severity 2 Incidents Critical part of System unavailable or at risk of becoming unavailable or System Incident / Problem with no workaround seriously impacting or at risk AFG’s ability to conduct day-to-day business activities. 1 Hour 6-8 Hours 3 Hours 95% Severity 3 Incidents Non-critical part of System unavailable or at risk of becoming unavailable or System Incident -causing or at risk of causing inconvenience and/or increased work effort but not seriously impacting AFG’s ability to conduct day-to-day business activities 1.5 Hours 10-12 Hours 4 Hours 95% Severity 4 Incidents Incident with System that is causing or at risk of causing a minimal amount of increased work effort but is not impacting AFG’s ability to conduct day-to-day business activities. 2 Hours Next Working Day 6 Hours <br />Best regards,<br />Mohammed Abdul Nayeem<br />Manager – IT Infrastructure<br />Enterprise IT Services (EITS)<br />Al Faisaliah Group<br />P.O. Box: 16460   Riyadh 11464 - Saudi Arabia<br />Phone   : +966 (1) 2119510<br />Fax        : +966 (1) 2119998 x 9510<br />Mobile  : +966 (50) 5688102<br />

×